General Help and Questions

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So an email would be sent with the entire manual in it? That's a bit heavy for an email. Mine is 30 some pages.

A URL link to the manual field would be a much more elegant solution to providing the information.

This information is stored in our technical logs, but is not visible to you.

If you have a specific question on a particular property and the date it was disabled, please write in to the Helpdesk with details and we can ask the engineers to pull that information for you.

Please write in to the Helpdesk with specific examples of what you're trying to accomplish, and we'll be able to provide you advice as to how best to do it.

Is there any work around for this? 

I use rule sets to create date specific last minute discounts, gap pricing and special length of stay discounts that dynamic pricing software like wheelhouse or pricelabs can't do.

It would be a major disappointment if not possible as I know other platforms like Hostaway and Hostfully allow for rule sets to pass through.  

Hello,

I am looking to better understand the historical changes in property count over the past few years. While I am able to see the date all of the current/disabled properties were onboarded, is there any way to see the date a property was disabled (to indicate when it left the platform)? 

Thank you.

That's EXACTLY what I needed! Thanks!

Thanks! I'm going to check it out now

Hi Ted,

Please write in to the Helpdesk with screenshots and links so we can investigate this issue in more detail.

Hi Alyssa,

Go to the main Bookings display, List view, and use the Filters to select the desired parameters.  In particular, you can set an arrival date range, and, a Payment Status of Open, indicating that there is money still due to be paid.

No, that needs to be fixed in your Airbnb account, but it's easy.  Here's how:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#old-pms 

3 of my listings on Airbnb show incorrectly high bed counts.  I double-checked my OwnerRez and don't see any issues there.  Vrbo is fine.  I saw a comment on Facebook that this may be a widespread problem with Airbnb with their AI counting photos of bed (ie if we have 2 different angles of the same bedroom it will count as 2 beds).  Not sure if that's accurate but I need help figuring it out.  Any guidance will be appreciated as I don't know how long this has been that way and now need to contact any upcoming guests through Airbnb to make sure they understand the correct info.  Thank you. 

I’m looking for a payments due report…. If I enter a set of dates, the report will tell me which of my units have a payment due during that time and even maybe whether it’s the first or second payment. I’ve looked. I don’t see one. 
thanks!

We currently have a fixed amount surcharge for additional guest fees with the multiplier set to every 1 guest above 2 up to the property max. I’d like to have an additional guest fee for every guest over the first 2, where each additional guest would add another 5% of the initial rate to the final total. For example, if there are 4 guests and the initial rate is $100 per night, the final rate would come to $110 per night. If the initial rate is $200 per night with 4 guests, the final rate would come to $220 per night.

I'm not sure if this is a glitch or a feature, but whenever I switch the amount type to "percent of rent," the multiplier fields just *disappear* as soon as that option is toggled. I've been able to get the multiplier fields to temporarily reappear after selecting the "percent of rent" option by selecting a different surcharge category and then switching back to "Additional Guest Fee," but I still get an error stating "You must select a Multiplier for Additional Guest Fees" when I hit the save button.

As a test, I've also tried using the "booking fields" section to set booking criteria that state the percent-based surcharge should be applied to any bookings with more than 2 guests, but I still get the missing multiplier error when attempting to save.

Our current fixed amount rule plays nice with our Airbnb integration. I understand that a "per night" application for a percent of a booking's total rent wouldn't really make mathematical sense otherwise, but it appears that the only way to get additional guest fees to push to Airbnb is to ensure they're set to that option – which also disappears when the "percent of rent" amount type is selected.

The OwnerRez support article on surcharges seems to show that we should be able to create an additional guest fee based on a percent of rent, but I'm at a total loss as to how this might be accomplished without being able to set any rules for when the surcharge should apply via either multiplier settings or booking criteria.

• Is there any way to achieve the surcharge scenario I described above?

• Despite the mathematical redundancy, why can't a percent-based charge be applied per night as opposed to only per stay?

• Is there any way to create a surcharge like the one above that will play nice with Airbnb?

The support articles and forum threads I've been able to find don't appear to have clear answers to these questions.

So, I setup my listing and am trying to push it to Airbnb and have it take over the existing listing on airbnb.  I am getting an error that says only one PMS app can be connected.  I am suspecting that I need to disconnect priceless from airbnb, and that is the issue.  I went ahead and turned off sync in airbnb, but still running into an issue.  Does it just take awhile?

Do you have anything official from them about their support, that we can reference?

Yes, I’ve been using it for a year with absolutely No problems until two days ago

Does anyone have any direct evidence of Remote Lock working with Google Nest locks?  We have not been able to find any documentation suggesting that they do.

Adding a field code to an email template that you send your guests is totally doable!

The {PINSTMAN} field code populates whatever was entered in the House Manual field for you.

As far as including it in WordPress, that's not currently possible, so would be a separate feature request.

You'd need two separate criteria - one for on/after and a second for on/before.

If you're still having difficulties, please write in to the Helpdesk with specifics and we'll get it sorted out.

Thank you. 

I want to create a trigger with arrival date on/after 6/3/24 AND arrival date on/before 9/19/24

which doesn't work - Seems you can have only 1 date?

This would normally be set in your Theming area:

https://app.ownerrez.com/settings/theming

If you need more assistance, please write in to the Helpdesk with specifics.

I asked a similar question.

OR - please reply

Is there a way to easily link to the House Manual and other key information?
I am using the Wordpress plugin.Thanks

How do I change the way my name displays in messages? I use an alternate spelling professionally, and this is ehat appears on the booking platforms. I don't want to confuse guests by having a different name in messages. 

I've changed my profile settings, but that didn't help. Is there a fix for this without having to manually change the spelling on every message?

Its working now through Remote Lock?

It’s through remote lock

We're not aware of any of our partners that support Google Nest (Nest x Yale) locks. It's not a partner issue, it's the openness of Google Nest to be able to do so.

Here is the full overview list of our lock integrations. You're welcome to reach out to our partners to see what they know.

Thanks, I found that option.  I must have selected "Canceled by Guest" because in the OwnerRez screen for that booking, it shows that it was canceled by the guest:

But in VRBO it shows "No Reason Specified"

If you click "Cancel" on a Booking, you go to a screen with a bunch of options relevant to the cancellation, one of which is this:

Can you clarify where you select "host or guest" in the Ownerrez UI?  I don't immediately see it in any of the screen shots in https://www.ownerrez.com/support/articles/cancelling-a-booking

and don't recall being given the option when I canceled the most recent booking.